The Performance tab is your at-a-glance answer to “is the AI Concierge actually doing anything for us?” It shows how guests are engaging with it, what it is costing, and which questions and properties come up most.
What it does #
Performance is a read-only dashboard that summarizes AI Concierge activity over a date range. It pulls from two places: the shared Conversion Kit events table (for engagement) and the per-message cost ledger the Concierge keeps for every AI call. Nothing here is guest-facing; it is for you.
Where to find it #
Go to HomeRunner > AI Concierge and open the Performance tab.
Use the Range selector in the top right to switch the whole report between This month, Last month, Last 30 days, and Last 90 days.
If Conversion Kit is not active on the site, the engagement counters will read zero (the assistant has nowhere to record events), and you will see a notice saying so. Cost figures still report regardless of Conversion Kit, because the Concierge logs those itself.
What it reports #
Engagement counters #
A grid of tiles, each a simple count for the selected range:
- Drawer opens: times the chat drawer was opened.
- Unique sessions: distinct guest sessions that interacted with the Concierge (a more meaningful “people helped” figure than raw event counts).
- Messages sent: guest messages.
- Searches performed.
- Zero-result searches: searches that returned nothing.
- Lead captures: times a guest handed over contact details.
- Recovery chip clicks: clicks on the suggested follow-up chips.
- Property card clicks.
- Property link clicks: times a guest clicked a property link the assistant wrote directly into one of its answers, separate from clicking a property card in the results grid.
- View-all clicks.
- CTA clicks.
Cost #
- Total spend in USD for the range.
- Prompt tokens and Completion tokens consumed.
- AI messages counted.
- A per-model breakdown table showing messages and cost for each AI model used, plus a note if any messages could not be priced.
Top lists #
- Top guest requests: the most common things guests asked, with counts.
- Top failed searches: the most common search or refinement requests that returned zero results, with counts. This is your demand-gap list: what guests want that your catalog (or its tagging) is not answering.
- Top properties surfaced by AI: the listings the Concierge put in front of guests most often, with how many times each was surfaced.
Does the AI Concierge actually drive bookings? #
Engagement counts tell you guests are using the assistant. They do not tell you whether those chats turn into money. A Concierge can field hundreds of questions and still leave you wondering whether any of it moved a guest from browsing to booking. Booking attribution closes that gap by tying confirmed bookings, and the value behind them, back to the guest’s earlier conversation with the assistant.
Here is how it works in plain terms. When a guest chats with the Concierge, the assistant remembers that visitor. If the same guest later completes a booking, the assistant looks back over the previous 30 days of that guest’s activity. If it finds a Concierge conversation in that window, it credits the booking as AI-assisted and records the booking’s value. It also checks whether the specific home the guest booked was one the assistant actually put in front of them, whether the assistant had hand-picked that home, and whether the guest clicked a link to that home written directly into one of the assistant’s answers, so you can tell the difference between “the AI was in the conversation somewhere,” “the AI showed them the exact home they booked,” and “the guest followed the AI’s own link to that home.”
A concrete example. A guest opens the chat on Monday, asks for a dog-friendly cabin near the lake, and the Concierge surfaces three homes and mentions one of them by name with a link in its reply. They leave without booking. Nine days later they come back, click that same link from the earlier conversation, and book the home. On the Performance tab that booking now counts as AI-assisted, it counts under Booked from AI-surfaced property because the assistant had shown that exact home, it counts under Booked after clicking an AI link because the guest followed the assistant’s own link to get there, and its full booking value rolls into your AI-surfaced gross booking value.
You will find this in the same place as the rest of the report, on the Performance tab. Look for two sections:
- AI-surfaced gross booking value shows the total value of bookings the assistant helped drive, broken out by currency. There are four figures per currency: AI-surfaced (the headline number, where the assistant showed the exact home that was booked), AI-assisted (any booking that followed a Concierge chat), AI-handpicked (where the assistant specifically curated the home that was booked), and AI link-clicked (where the guest clicked a link to that home inside the assistant’s own reply).
- Booking attribution shows the counts behind those values: AI-assisted bookings, Booked from AI-surfaced property, Booked from AI-handpicked property, Booked after clicking an AI link, and Total attributed bookings. Below the tiles is a per-booking table so you can see each attributed booking, its value, and how it was matched to a guest.
About that gross booking value figure. It is what the guest paid: rent, cleaning, booking fees, and taxes, net of discounts, with refundable deposits left out. It is a booking total, not your take-home revenue, since it still carries pass-through taxes and fees.
Honest limits, so the number means what you think it means:
- Confirmed bookings only. Attribution records a booking when it is confirmed; it is not counting carts, inquiries, or quotes. This follows the same confirmed-reservations-only rule used everywhere in HomeRunner analytics.
- A 30-day look-back. Only Concierge conversations within 30 days before the booking are credited. A guest who chatted two months before booking will not be tied to that earlier conversation.
- The guest has to be recognizable. The assistant connects a booking to a chat by matching the guest’s identity or browser session. If a guest chats on their phone and later books on a different device without identifying themselves, the link can be missed, so treat these figures as a confident floor rather than a perfect count.
- Conversion Kit has to be active. The booking records the attribution lives in come from Conversion Kit. If it is not active on the site, you will see a note in this section and no attributed bookings.
- Original value at time of booking. The value shown is the booking total when it was made. Later cancellations and modifications are not yet deducted, so a cancelled stay still counts toward the total for now.
- Bookings without a clean value or currency are counted toward the booking totals but left out of the value sums, and the section calls out how many were excluded so the money figures are not quietly overstated.
For the wider question of how guests reach the assistant and where leads come from, the engagement counters and top lists above are your starting point.
How to read it #
- Drawer opens and unique sessions tell you reach: how many guests are actually engaging.
- Zero-result searches and Top failed searches are the most actionable signals. A recurring failed request often means a gap in your inventory, or a listing that exists but is not tagged the way guests phrase it.
- Top guest requests show you, in guests’ own words, what they care about, useful for listing copy and marketing.
- Top properties surfaced highlight which homes the Concierge leans on, so you can sanity-check that your best inventory is getting airtime.
- AI-surfaced gross booking value and Booking attribution tell you whether the engagement is paying off. Watch the AI-surfaced figure as your most defensible read on revenue the assistant helped drive, and use Property link clicks and Booked after clicking an AI link together to see when guests are actively following the assistant’s own recommendations rather than just browsing what it shows them.
- Cost keeps spend visible. The per-model breakdown shows where the spend goes. Set total spend against AI-surfaced gross booking value to gauge return.
For everything below the surface (model selection, spend limits, data handling), see Privacy, Data, and Cost Controls.
Tips #
- Empty report? If you see “No AI activity yet,” open the chat drawer on a guest-facing page to start recording, then come back.
- No attributed bookings yet? Attribution only appears after a guest who chatted goes on to confirm a booking within 30 days, and Conversion Kit has to be active. Early on, expect this section to stay quiet.
- Work the failed-searches list monthly. It is the cheapest product feedback you will get.
- Compare ranges (this month vs. last month) to see whether engagement, attributed bookings, and cost are trending the way you expect.